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Hi,
The company I work for is potentially looking for a 2nd line support engineer to join one of our departments - Ive had 1 really successful referral from carbonite so far so willing to try it again.
There is quite a strict vetting process, so I cant really be your go between and I cant provide updates on the application process - and a pre-vetting will take place before we proceed down the application route.
With that aside - here is the job information:
Generic Duties and Responsibilities
Support Services Engineer Duties and Responsibilities:
If you are interested - please direct message me and I will respond back as soon as I can.
The company I work for is potentially looking for a 2nd line support engineer to join one of our departments - Ive had 1 really successful referral from carbonite so far so willing to try it again.
There is quite a strict vetting process, so I cant really be your go between and I cant provide updates on the application process - and a pre-vetting will take place before we proceed down the application route.
With that aside - here is the job information:
Generic Duties and Responsibilities
- Respond appropriately and deal with queries or complaints in an effective manner (i.e. punctual; polite and with empathy).
- Take ownership of tickets allocated to them or their relevant Virtual team (“VT”) ticket queue and professionally manage them through to Resolution or escalation.
- Ask targeted questions and apply accurate troubleshooting.
- Contribute fully as an active team member and ensure personal and team objectives are achieved.
- Collaborate with other teams to maintain standards and functionality.
- Maintain a professional relationship with clients and peers.
- Utilise excellent customer service skills and exceed customers’ expectations.
- Report potential client facing risks.
- Report customer feedback and potential product request.
- Maintain your own personal development plan with support from your manager.
- Collaborate with other teams to maintain standards and functionality.
- Undertake any other tasks as assigned by management.
- Availability during your shift hours (which may incur shift & desk rotation).
- Troubleshoot, maintain and support a wide range of systems.
- Ensure Service level agreements (“SLAs”) are met.
Support Services Engineer Duties and Responsibilities:
- Telephony:
- answer overflow calls and attempt first call resolution.
- confirm and capture accurate information.
- Take ownership of tickets assigned to you or your relevant VT ticket queue within the required agreed SLA’s
- Prioritise and manage several open tickets at one time.
- Apply extreme attention to detail.
- Effective troubleshooting skills related to your relevant area of support.
- Take ownership of technical escalation.
- Contribute to and improve internal knowledgebase assets.
- Refer to internal knowledgebase, assets, internal/external resources to provide accurate solution.
- Provide prompt and accurate feedback to clients.
- Direct unresolved issues to technical specialist (within your VT) or incident management (outside our VT) for technical escalation.
- Requires a level of supervision.
Requirements
The ideal candidate will have/be:- Proven technology industry experience providing support at a 2nd Line level or above
- Excellent written and verbal communication and interpersonal skills
- Use initiative and creativity to solve more challenging issues
- Formal IT qualification (Minimum AZ-104) - flexible on this
- Experience and knowledge in several of the technologies detailed below
- Server Infrastructure
- HP & Dell, Microsoft Server OS through to 2019, Linux, Hyper-V, VMWare, and AD related aspects of Intune, server rebuilds
- Azure
- Azure AD, ASR, IAAS, PAAS, Subscriptions & Management Groups, Role Based Access Control (RBAC), NSG, Key Vault, Automation, Storage, App Service, Azure SQL
- Backup technologies
- VEAAM, Azure Backup, Backup Exec, MABS
- Active Directory
- DHCP, DNS, Replication, AD sync, GPO, Clustering, DFS
- 3rd party Line of Business application troubleshooting E.G Sage
- Process-focused
- Excellent technical ability in one or more key virtual team areas
- Able to prioritise under pressure and work to deadlines
- Flexible, calm, and approachable, ‘can do’ attitude
- Solid customer relations skills to understand client/client representatives concerns and requirements
- Willingness to gain relevant qualifications and accreditation's
- Own (reliable) transportation
Benefits
- Job Type: Permanent
- Salary bracket: R18 000 - R25 000
- Role based out of our Century City offices (currently working remotely)
- 40 - 45 hours per week (Based on UK time zone)
- Retirement Fund & Medical Aid
- Death, Funeral and Disability cover
- 20 days’ annual leave + Birthday Leave & Wedding leave (5 additional days towards your honeymoon)
- Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities)
- Continual professional development plans
If you are interested - please direct message me and I will respond back as soon as I can.